Operations Manager/Project Manager II

Cherokee Nation System Solutions (CNSS) is seeking an experienced and detail-oriented Operations Manager / Project Manager II to support the U.S. Customs and Border Protection (CBP) Office of Information & Technology (OIT). This role will lead and oversee the day-to-day operations of CBP's 24x7x365 Technology Service Desk (TSD), which provides worldwide IT support to more than 65,000 CBP personnel, contractors, trade partners, and Participating Government Agencies across 1,800+ locations.

The TSD serves as the first line of contact for resolving technology-related issues across nearly 300 enterprise applications and IT services. The Operations Manager will play a critical role in ensuring superior service delivery, workforce efficiency, compliance with ITIL and HDI best practices, and continuous process improvement.

Compensation & Benefits:

Estimated Starting Salary Range for Operations Manager/Project Manager II:

Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

Operations Manager/Project Manager II Responsibilities Include:

Operational Leadership & Customer Service

• Manage daily Tier 1 service desk operations, ensuring timely and accurate resolution of customer issues via phone, chat, email, and self-service portals.
• Ensure all staff deliver customer-focused, reliable, and responsive IT support that aligns with CBP mission needs.
• Proactively monitor contact volume and workflow, adjusting resources to maintain service delivery standards.
• Supervise service desk teams across multiple sites (Ashburn, VA; Orlando, FL; San Antonio, TX) to ensure adequate coverage and staffing across all shifts.
• Oversee staff scheduling, onboarding, offboarding, and compliance with CBP security and background investigation requirements.
• Provide consistent supervisory presence, ensuring staff are aligned to assigned tasks.
• Track, analyze, and report on service desk performance metrics, including agent productivity, First Contact Resolution (FCR), and customer satisfaction.
• Deliver daily, weekly, and monthly performance briefings to government leadership.
• Identify and respond to "operational events" (spikes in volume, wait times, or outages), providing after-action reports and recommendations for improvement.
• Ensure compliance with CBP policies, SOPs, and quality assurance criteria.
• Support the development and maintenance of knowledge management systems, templates, scripted responses, and service catalog items.
• Collaborate with CBP Knowledge Management teams to review, create, and update knowledge base articles (500+ currently maintained).
• Ensure agents receive appropriate training, refresher courses, and remedial coaching to maintain high-quality service delivery.
• Track and report completion of all required government-mandated training.
• Identify opportunities to streamline operations, reduce call/email volumes, and improve customer experience.
• Incorporate customer feedback into operational enhancements and training updates.
• Lead initiatives to strengthen workforce planning, resource allocation, and service delivery processes.

Staffing & Resource Management

Quality Assurance & Performance Management

Knowledge & Training Management

Continuous Improvement

Operations Manager/Project Manager II Experience, Education, Skills, Abilities requested:

Required

• Minimum of three (3) years of IT Service Desk supervisory experience.
• Proven ability to manage service desk operations in a 24/7/365 environment.
• Strong leadership, communication, and problem-solving skills.
• Demonstrated success in workforce management, quality assurance, and customer satisfaction improvement.

• Must be able to obtain and maintain a CBP Public Trust clearance. Current CBP BI access is preferred.

Desired Qualifications

• ITIL Foundation certification or higher.
• HDI Support Center Manager or equivalent certification.
• Experience supporting federal IT service environments or large-scale enterprise IT service desks.
• Familiarity with ServiceNow or similar IT Service Management (ITSM) platforms. citizenship and ability to obtain/maintain a CBP Public Trust clearance.

Company Information:

Cherokee Nation System Solutions (CNSS) is a part of Cherokee Federal - the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government's mission with compassion and heart. To learn more about CNSS, visit cherokee-federal.com.

#CherokeeFederal #LI #LI-REMOTE

Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

Similar searchable job titles

IT Service Desk Operations Manager

Help Desk Operations Manager

Service Desk Project Manager

IT Support Operations Supervisor

IT Service Delivery Manager

Keywords

IT Service Desk Management

24x7 IT Support Operations

Help Desk Supervisor Federal IT

ITIL / HDI Service Desk Leadership

Technology Support Operations Manager

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.

Please Note: This position is pending a contract award. If you are interested in a future with Cherokee Federal, APPLY TODAY! Although this is not an approved position, we are accepting applications for this f